How to collect basic information about your Sitecore installation

  • To give your support ticket a head start, we recommend that you always provide the Sitecore Support team with basic information about your Sitecore site along with the other details of your request. The information can be generated automatically or manually. See the following sections and use the solution that most closely resembles the applied deployment model.

    1. Create a new folder for storing the files.
    2. Navigate to the website root folder of your Sitecore website and copy the following files to the folder that you just created:
      • \web.config file.
      • All contents of the \App_Config folder.
      • \Global.asax and \Global.asax.cs files.
      • \sitecore\shell\sitecore.version.xml file.
      • All contents of the \sitecore\shell\hotfixes folder (if it exists).
      • All contents of the \sitecore\shell\patches folder (if it exists).
    3. Navigate to the Data folder of your Sitecore website. It is usually located either one level above the website root folder or inside the website root folder.
    4. In the Data folder, copy the following files:
      • Log files from the \Data\logs folder. You must include every type of log file and preserve the original file names. If the overall size of the log files is large, you can limit the files to the ones created within the last 48-72 hours or to the log files that cover the time interval when you experienced an issue with your Sitecore installation.
      • Sitecore counter files from the \Data\diagnostics folder.
    5. When you have collected all the required information, make a ZIP archive out of the folder.
      For example:
      Right-click the folder, click Send to and then click Compressed (zipped) folder.
    6. Attach the resulting archive to the support ticket, or upload it to the Sitecore Support Box Storage.
    1. Copy all the configuration files required as described above in the section On-Premise Option 2 (Manual).
    2. Collect all the required logs:
      • For Sitecore XP 8.2 Update-1 or later, logs are written to Azure Application Insights.
      • For Sitecore XP 9.0 Update-2 or later, logs are additionally stored in the file system on \Data\logs\{machineName}.

    For details regarding how to access configuration files and logs, see the article Access logs and diagnostics data in Sitecore XP on Azure Web Apps.

Applies to:

Sitecore Support Portal 1+, CMS 6+

March 11, 2014
November 07, 2019

Keywords: 

  • Support Portal